Since our inception, Hitachi Construction Machinery has maintained a customer-first quality assurance system grounded in the legendary “Ochibo Hiroi” (gleanings) concept* of Hitachi, Ltd.
In September 1995, we obtained ISO 9001 certification, and established the quality policies and quality managements system for the Tsuchiura Works. We also established the Corporate Quality Assurance Division as the managing organization to promote quality assurance for the entire Hitachi Construction Machinery Group. In addition, the Quality Assurance Center at the Tsuchiura Works, our mother factory, strengthen our quality assurance system for the group as a whole by sharing essential information with, providing guidance to, building awareness among the quality assurance divisions of each Group company.
In April 2016, we launched the Global Quality Assurance Group, now called the Global Quality Strategy Department. This group reinforced our support system for standardizing quality assurance operations at overseas group companies. From April 2019, the Quality Assurance Division (which had been under the Development Production Department) was placed under direct control of the president. We aim to further strengthen governance related to quality assurance.
The Corporate Quality Assurance Division oversees quality assurance operations at all of the Group’s companies in Japan and overseas. By doing so, we are able to standardize and raise the Group’s overall level of quality to achieve “Made by Hitachi” uniform global quality.
HCM’s Customer Support Division and the quality assurance departments of each group company collect comments and requests from customers and sales & service personnel as well as information about problems with products. This information is then consolidated at the Quality Assurance Center, Corporate Quality Assurance Division.
This information is reported at monthly product improvement meetings, which are attended by the president, and after investigation of the underlying cause of a particular problem, countermeasures are taken to prevent any recurrences of the problem in not only the product in question but all other similar products as well.
*Taken after the Japanese name of the painting by Jean-Francois Millet entitled The Gleaners. To Hitachi this means fully learn from each and every past mistake to prevent a reoccurrence of accidents and defects that happened in the past.
The HCM Group carries out “Ochibo Hiroi”, Hitachi’s traditional approach meaning “gleaning” in English, through which we learn from failure and further develop our technologies. In fiscal 2018, HCM along with 2 Group companies in Japan and 10 Group companies overseas carried out gleaning activities.